An old-timer in my community made an interesting observation. “Scott,” he said as we reminisced, “it used to be that there were two restaurants here in Crothersville. Not only did the food taste different at Ted’s Restaurant than at Kern’s Grill, but they just felt different. Each was a reflection...

You know that in today's business landscape is more competitive than ever. This means that providing an exceptional level of customer experience is more crucial than ever, too!

While the specific needs and expectations of customers may vary depending on your industry and context, here are six ...

When I was growing up in rural Indiana, my Mom often said, “Familiarity breeds contempt.” 

But with all due respect for my Mom – and parents everywhere who used the phrase – it’s just not true. The more I know you, and about you, it does not automatically transition into scorn and disrespect. Famil...

The late, great Tom Winninger – a friend and Speakers Roundtable colleague – wrote a book over thirty years ago titled "Price Wars." And even though Tom was a brilliant visionary, I think even he would look at the level of pressure surrounding commoditization today and be astounded.

In today's hype...

This afternoon, I’m in a meeting in Buffalo, New York, listening to leaders of this retail company and their vendors talk about commoditization in today’s marketplace. In today’s rapidly changing business landscape, one of the greatest challenges organizations faces is the perilous trap of the “sea ...

Walking through airports this past week, it seemed like every terminal had a new store featuring Amazon’s “Just Walk Out” equipment. As their website says, the technology “lets consumers enter a store, grab what they want, and get going.” In the ever-evolving business landscape, the introduction of ...